Frequently Asked Questions

Question 1

Who are Topupmeters?

Accepted Answer

Topupmeters is a provider of cashless Pay-As-You-Go (PAYG) smart prepayment sub-metering solutions. We act as a meter operator and payment service provider, making energy management simple, modern, and fair.

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Our smart sub-meters are designed for private landlords, property managers, housing organisations, and multi-tenant buildings such as HMOs and student accommodation.

Question 2

Do Topupmeters offer an installation service?

Accepted Answer

We do not currently offer an installation service. Meters can be installed by certified NICEIC electrical contractors.

Question 3

Where can meters be ordered from?

Accepted Answer

You can order directly via our Shop page. To find a reseller near you, visit our Resellers page.

Question 4

Are Topupmeters an energy supplier?

Accepted Answer

No. Topupmeters is not an energy supplier and does not supply electricity or gas. We provide the metering technology and facilitate payments between the consumer and the main bill payer (typically the landlord, property manager, or letting agent), who manages the relationship with the primary utility supplier.

Question 5

Who can use Topupmeters?

Accepted Answer

Topupmeters is ideal for any property where a landlord, letting agent, or property manager needs to recharge energy costs to consumers, including HMOs, rental flats, holiday lets, student accommodation, and commercial units.

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To ensure our system is the right fit, four requirements must be met:

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The landlord/manager pays the main utility bill: The main energy account must be in the landlord or property manager’s name.
Online accessibility: Consumers must be comfortable topping up online using a smartphone or computer.
Good mobile signal: The meter installation location must have reliable mobile network coverage.
Accessible installation: Meters must be installed where screens are visible and engineers can safely access them.

Question 6

Why use Topupmeters?

Accepted Answer

Topupmeters provides a fast, economical, and hassle-free way for landlords to manage energy costs while creating a fairer system for tenants. Key benefits include: Eliminates energy wastage by putting cost and control back in the user's hands, fairer for tenants who pay only for what they use, and avoids costly DNO installations that can be disruptive and expensive.

Question 7

How do Topupmeters work?

Accepted Answer

Because meters stay online, usage and balance data is updated to the cloud throughout the day. When a tenant tops up online, credit is delivered instantly over the mobile network directly to the meter.

Question 8

What if there is no phone signal?

Accepted Answer

Topupmeters requires reliable mobile signal. Without it, remote readings can fail and top-up delivery may be delayed. In these cases, an external booster antenna may be required, or the meter may need relocating to an area with better reception.

Question 9

Do they work in Europe?

Accepted Answer

Yes. Topupmeters is already used in Ireland and other European locations. Meters include a roaming SIM for out-of-the-box connectivity. The platform also supports charging and remitting funds in Euros, avoiding currency conversion fees. When used in Europe, balances and tariffs can be displayed in Euros.

Question 10

What happens if Topupmeters cease trading?

Accepted Answer

In the unlikely event Topupmeters ceases trading, we have a contingency plan to protect landlords and end users:

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No interruption to supply: All meters would be remotely switched into “free vend mode”, ensuring users do not lose power.
Continuity of service: Meters can be transitioned to an alternative funder or management platform without needing to replace hardware.

Question 11

Can I use any meter?

Accepted Answer

No. Topupmeters is designed to work exclusively with meters manufactured by Emlite. We partner with Emlite due to their product quality, competitive pricing, and strong technical support, which helps us deliver a reliable service.

Question 12

What is the cost to landlords of operating Topupmeters?

Accepted Answer

Meter service charge: £5.50 per month or £56.00 per year (ex. VAT) per meter, after activation. Payment processing: Stripe charges 1.5% + 22p per transaction on top-ups. Payout transfer fee: We charge a flat £3 per month to transfer top-up funds. These costs can be offset by adding around 23p/day into the standing charge.

Question 13

What if the property is unoccupied for a while?

Accepted Answer

If a property will be unoccupied for an extended period, you can request meter deactivation so you are not paying for a service you aren't using. This does not mean there will be no electricity supply, as meters can be set to free vend mode during that period.

Question 14

What happens after ordering meters?

Accepted Answer

This depends on order size: Smaller orders (around 10–15) are shipped directly by us via DPD. Larger orders: we can supply via a local reseller or arrange delivery directly from the manufacturer.

Question 15

How do I get paid from Topupmeters?

Accepted Answer

There are two payout options: Monthly payout from Topupmeters paid in the first week of the month, subject to the £3 monthly transfer fee. Stripe Connect payouts: Stripe can transfer funds directly to you within 5 working days after each tenant top-up. Stripe Connect fees apply (1.5% + 22p per transaction).

Question 16

How do I set energy tariffs?

Accepted Answer

Tariffs are set in our landlord portal, Gateway. Gateway is your main hub to monitor and control meters. We can also help with tariff calculations and conversions for gas and electric.

Question 17

What happens if a tenant tampers with a meter?

Accepted Answer

If a meter is bypassed, you will receive notifications indicating no electricity flow through the meter. This is your prompt to investigate the meter physically.

Question 18

How does it work with gas?

Accepted Answer

Our gas meter communicates with the electric meter, which processes the data and sends it to Gateway. Tariffs and controls work the same way as electric. The key difference is that the gas meter must be bound to the electric meter before operation.

Question 19

Does it cut off the gas when they run out of money?

Accepted Answer

No. The gas meter has no controls to shut off gas. Only the electric supply will stop when the meter is in debt.

Question 20

What about Economy 7 dual-rate tariffs?

Accepted Answer

Economy 7 default times are 12am to 6am. Once enabled, dual rates can be set as usual in Gateway.

Question 21

Is there any interruption during installation?

Accepted Answer

If the meter is activated before installation, there will be no interruption for the tenant. Emergency credit (£5) can be enabled while the meter connects to the network.

Question 22

How can I top up?

Accepted Answer

Visit https://payments.topupmeters.co.uk

Question 23

Do you accept cash or over-the-counter options?

Accepted Answer

No. Payments are accepted only via our online payment page.

Question 24

Can Topupmeters provide a bill?

Accepted Answer

No. Topupmeters is not an energy supplier, so we cannot provide bills as proof of address. In many cases, we do not hold personal data or address information linked to a meter.

Question 25

Who sets my energy tariffs and standing charge?

Accepted Answer

Tariffs and standing charges are set by the landlord or building manager (the main bill payer).

Question 26

Can I set up an automatic payment each month or week?

Accepted Answer

Yes. Our scheduled payment system lets you set weekly or monthly automatic payments.

Question 27

Who is my energy supplier?

Accepted Answer

You do not have a direct relationship with a traditional energy supplier. Your landlord/building owner holds the main energy account and manages the relationship with the utility company. Your Topupmeters sub-meter tracks your individual usage and you prepay your share through the system.

Question 28

What can I do if I'm unhappy about my energy tariff?

Accepted Answer

Contact your landlord or building manager, as they set the tariff and standing charge.

Question 29

I've made a payment that hasn't reached my meter. What can I do?

Accepted Answer

You can use the email receipt to enter a code into the meter, which bypasses signal issues if needed.

Question 30

Is there a fee for making top-ups?

Accepted Answer

No. Consumers pay no transaction fees. You pay only the unit rate and standing charge set for your meter, and 100% of your top-up amount arrives on your meter balance.

Question 31

Where can I check my usage, tariffs, or payment history?

Accepted Answer

You can register on the payment website to track usage, view tariff details, and review top-up history. If you just need to check unit rates and standing charge quickly, you can also view these on the meter screen by pressing the 'A' button.

Question 32

I have a fuel voucher or token. Can I use this?

Accepted Answer

No. Because Topupmeters is a secondary metering service (not an energy supplier), we cannot redeem fuel vouchers directly. Please contact your landlord/building manager, who may be able to redeem the voucher through their main supplier processes and then credit your meter manually.

Question 33

Who are Emlite?

Accepted Answer

Emlite is a UK-based smart meter manufacturer with MID certification for utility billing meters.

Question 34

Where can I purchase in Ireland?

Accepted Answer

Use our Resellers page to find a reseller in Ireland.

Question 35

Do they charge in Euros?

Accepted Answer

Yes. Meters can charge in Euros and display the Euro symbol for balances and tariffs.

Question 36

Can I use them on appliances?

Accepted Answer

Topupmeters is designed for sub-metering whole flats, annexes, or units. It is not suitable for vending individual shared appliances (e.g., washing machines or tumble dryers) because:

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Minimum top-up is £3.00 (often too high for a single cycle)
Tariffs are capped at 99p per kWh
Power only cuts after a full kWh is consumed
There is no automated refund for unused credit
For shared appliances, a dedicated coin or token-operated solution is typically a better fit.

Question 37

What communication technology do the meters use?

Accepted Answer

Meters supplied since 2023 use 4G LTE-M and CAT1 Bis for reliable connectivity. Each unit includes a multi-network 4G roaming SIM that connects to the strongest available signal (e.g., O2, Vodafone, EE), helping future-proof against older network shutdowns.

Question 38

Not all my tenants can get online. Is it still suitable?

Accepted Answer

Unfortunately not. Topupmeters is designed exclusively for online top-ups and account management. If tenants rely on offline methods such as cash or in-store vouchers, this system will not be suitable.

Frequently Asked Questions

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